Solution overview

Cisco public

Cisco Webex Contact Center

Become a high-performing, agile contact center focused on the
customer experience

Overview
While operational efficiency will always be a priority for contact centers, more
and more are aspiring to be strategic corporate assets by contributing to
revenues, improving agent performance and productivity, and increasing overall
customer satisfaction and retention rates.

Cisco Webex® Contact Center provides sales and service contact center
staff the ability to improve the customer experience and optimize
performance with dynamic, predictive analytics. By leveraging the data in
multiple contact center systems and applying predictive analytics, Cisco® Webex
Contact Center dynamically predicts each customer’s needs and matches the
customer with the best agent to handle that need, improving performance, sales,
and the customer experience.

The Cisco Webex Contact Center is a unified, omnichannel contact center

solution that is centrally managed and administered from the cloud to improve
operational efficiency and reduce costs.

©
© 2019
2019 Cisco
Cisco and/or
and/or its
its affiliates.
affiliates. All
All rights
rights reserved.
reserved.
Solution overview
Cisco public
The successful
contact center
Recent studies show that three key initiatives
differentiate today’s successful contact
centers: agent performance management,
analytics, and collaboration.
Agent performance management
• Only 12 percent of contact centers match
customers with agents based on
agent performance
• Only 27 percent consider their process of
tracking agent performance to be
very effective
• Fewer than 25 percent track agent
performance in real time
—Contact Center Pipeline
Analytics
Best practice contact centers that use
analytics to manage performance have
increased revenue, greater upsell volume,
and higher customer satisfaction per call.
—Aberdeen Group
Agent and expert collaboration
• 40 percent of customer support calls
require assistance from an expert to close
• 33 percent of customer contacts are not
resolved during the first interaction with
the contact center
• 12 percent of these customers will take
their business elsewhere
—ICMI, 451 Research
© 2019 Cisco and/or its affiliates. All rights reserved.
Optimize the performance of your contact center
The Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single,
global queue in the cloud from which to route omnichannel customer interactions to one or more
teams, sites, or outsource partners. Webex Contact Center optimizes performance by dynamically
determining how best to route each interaction based on predictive analytics.
• Improve business outcomes by increasing sales conversions, revenues, retention, customer
satisfaction scores, and first contact resolutions.
• Optimize the customer journey with analytics that tell you what is really happening and predictive
analytics routing that anticipates customer needs and matches each customer to the right agent for
that stage of their journey.
• Provide a consistently personalized customer experience globally by centrally queuing voice,
email, and chat so that the same routing rules are applied across the entire contact center.
• Reduce call abandon rates with a global queue that routes based on real-time data about call
volumes, resource availability, and other variables.
• Improve performance across sites by centrally monitoring the business and operational
performance of agents, teams, sites, systems, and outsource partners in real time.
• Reduce administrative overhead by managing all contact center operations, resources, and
interactions from a central command center in the cloud at a reduced TCO.
• Protect your investments because Webex Contact Center works with your existing Cisco systems
and infrastructure, and leverages the data in your other contact center applications.
Webex Contact Center key capabilities
Webex Contact Center gives you control over every incoming and outgoing interaction from a central
point, regardless of organization, technology, or location. It knows which agents, teams, sites, and
partners are available at any given time and sends each interaction to the agent with the best
performance record for handling an issue. Collaboration capabilities for agents to engage peers inside
and outside the contact center can improve your customers’ experience and optimize the customer
journey during every interaction.
Solution overview
Cisco public

Figure 1. An innovative set of capabilities for the cloud-based contact center of today • Native cloud. Our Webex contact center is designed and built as a cloud
and tomorrow
solution with a design philosophy to bring security and unlimited visibility,
flexibility, and scalability to contact centers. It can reduce complexity and
expense and enhance productivity to lower the total cost of ownership.
ing Outboun
e rout d ca
mp
Flex pricing makes it easy to buy.
iv
ict aig • Omnichannel. Voice, email, and chat communications are in a unified
red ns
P environment for your agents, managers, and administrators, providing a
seamless customer experience and eliminating data silos. Integrated
interaction histories give the agent context about a customer and why they

Ex
pe
might be calling, enabling better customer service.
el

rt c
nn

• Predictive analytics-based routing. Customer and agent matching use

icha

olla
big data analytics to understand your customer’s journey to date, predict

bora
Omn

the customer’s need, and identify the agent with the best performance

tion
record to meet that need and deliver the desired business results.
Cisco Webex • Agent and expert collaboration. Embedded voice and chat collaboration
Contact Center capabilities and integration with unified communications provides
on-demand collaboration between your agents, managers, and subject

ns
Nativ

matter experts throughout the enterprise to speed first contact resolution

r a ti o
and enhance your customer’s journey.
ec

eg
• Business application integrations. Plug-and-play connectors for CRM
lou

int

and other business applications (Salesforce, Microsoft Dynamics, Zendesk,

d

M
CR

and more) create seamless workflows that improve contact center

performance and first contact resolution.
W er • 360-degree customer journey analytics. Cross-channel customer
op ork o m s
t i m f o rc 0 cu
st yti c interactions with the same intent are linked and analyzed to understand the
iz a e 0 a l
36 n
ti o n ey a customer experience at each stage of the journey and improve your
journ
customer service. Data from other contact center systems, such as your
CRM, Workforce Optimization (WFO), or outbound campaigns, is integrated
and analyzed to provide a 360-degree view not possible before.
• Outbound campaigns. An outbound campaign manager automates • Comprehensive WFO suite in a unified environment. A Cisco Unified
outbound calls for sales and marketing campaigns. Preview and Workforce Optimization Suite includes Workforce Management (WFM) with
progressive dialing help assure agent productivity. Easy administration, a dynamic scheduling that encourages agent participation, Quality
compliance tool, flexible and intelligent list management, and sophisticated Management (QM), and “voice of the customer” insights across channels
dial management rules—including campaign chaining—put you in control. via speech, and desktop analytics.

© 2019 Cisco and/or its affiliates. All rights reserved.

Solution overview
Cisco public

Cisco Customer Journey Analyzer Protect your investment

The Customer Journey Analyzer brings data together from your Automated Figure 3. Leverage existing investments with centralized cloud routing

Call Distributor (ACD), Interactive Voice Response (IVR), Workforce

Optimization (WFO), outbound campaign, Customer Relationship Customer
Management (CRM), and other customer applications and data sources into
a customer engagement repository in the cloud. With all the data in one
unified view, you can analyze, understand, manage, and automate customer
interactions in new and innovative ways. Agent and customer activities can
be directly linked to business outcomes, so you have the information you
need to optimize the customer journey from beginning to end.

• Standard real-time dashboards and scheduled reports are easy to

customize, or you can create your own.
• An interactive analytics tool enables the business user to combine data Global queue
to create custom Key Performance Indicators (KPIs), and to drill deep into Routing
IVR
the data to determine root causes and what really matters to the business. Recording
Figure 2. The Cisco Customer Journey Analyzer uses big data and predictive analytics to improve WFO
business performance Reporting
Analytics

ACD

Cisco Customer
Journey Analyzer
Business process improvements

CRM
Real-time
dashboards
PBX Cisco Webex Outsourced
call center Contact Center call center
Predictive analytics

IVR Interactive
analytics

Predictive
WFO analytics If you are an existing Cisco customer, we understand that you want to make
the most of the investment you’ve made in your existing contact center
Customer
interaction
Agent
activity
systems. The Webex Contact Center can overlay your on-premises Cisco
Social
media records records infrastructure and give you new, innovative functionality and centralized
Customer engagement control of contact center operations from the cloud. If you are new to Cisco,
Third
repository we will help ensure that your business always has access to the most
party
innovative features and capabilities, so you can optimize your contact center
operations, business outcomes, and customer experience.

© 2019 Cisco and/or its affiliates. All rights reserved.

Solution overview
Cisco public

Use cases
Type of contact center Use case

Sales • Predict every potential customer’s propensity to buy and provide service accordingly
• Match each customer with the best agent for that particular customer
• Know who your best-performing sales teams are and aren’t, based on objective, statistical data
• Make the right offers to the right customers with the right agents to increase sales, upsells, and cross-sells

Customer service • Anticipate the service needs of your customers at each stage of their customer journey
• Proactively meet customer service needs
• Service customers in context for improved customer satisfaction
• Optimize your processes with customer journey analytics that provide a 360-degree view

Marketing • Increase connect rates with automated dialing based on strategically planned schedules
• Maximize agent time spent talking to customers with preview and progressive calling
• Track the effectiveness of every campaign with unified cross-system reporting
• Maximize each campaign with intelligent, flexible campaign strategies that map to business needs

Operations • Understand agent efficiency, productivity, and true performance with statistical performance data
• Let predictive analytics drive the behavior of your systems and agents to maximize desired business outcomes
• Centralize routing from the cloud to reduce abandoned calls
• Reduce capital expenditures and overall TCO with the cloud

© 2019 Cisco and/or its affiliates. All rights reserved.

Solution overview
Cisco public

Start improving The Cisco advantage

your customer’s Delivering exceptional customer experiences—every single time—has never been more important. After
all, this is how buying decisions are made. Cisco delivers an industry-leading contact center portfolio,
experience today combining world-class cloud calling, meetings, and team collaboration solutions with audio and video
Turn your contact center into a strategic asset devices and headsets.
that optimizes your customer’s experience
• Global cloud leader: Cisco is a market share leader for contact centers. We’re number one in North
and maximizes your business outcomes.
America and number two worldwide. We have more than 30,000 loyal customers and more than
Visit our website for more information. Or three million agents installed globally.
start the conversation now about how the • Integrated portfolio: Cisco has a broad and tightly integrated portfolio, with deep expertise in all
Cisco Webex Contact Center can benefit your areas of communications, contact center, collaboration, calling, security, networking, and devices.
business by contacting your Cisco Services We offer tremendous economies of scale around research and development and the integration of
sales representative or Cisco authorized key capabilities.
channel partner.
• Flexible migration: Our “cloud first, not cloud only” approach makes it easy for you to take your first
steps to cloud. Start with a flexible consumption model and advanced hybrid cloud services.
• Intelligent journeys: Cisco leverages the power of cloud analytics and Artificial Intelligence (AI) to
help you provide contextual, suggestive, and predictive customer experiences. We’ve invested
billions of dollars in companies that are feeding into our AI and machine learning practice.
• Unified open platform: Our open platform architecture allows you to easily enhance business
processes and workflow efficiency, as well as integrate with all the business tools that touch your
contact center. Our intuitive agent desktop, reporting, and management tools provide a common and
unified experience.
• Security and trust: Cisco has an unassailable reputation for true security. We continue to invest
billions of dollars to make your contact centers more secure, and to give you cloud innovation
without disrupting your critical on-premises operations.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo
are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S.
and other countries. To view a list of Cisco trademarks, go to this URL: www.
cisco.com/go/trademarks. Third-party trademarks mentioned are the property
of their respective owners. The use of the word partner does not imply a
partnership relationship between Cisco and any other company. (1110R)

C22-740941-01 06/19